Job Description

Job Summary
The University of Michigan-Dearborn Information and Technology Services (ITS) has an exciting opportunity to hire a Service Center Support Specialist Associate to support IT on the Dearborn campus. As a member of the UM-Dearborn Operations team, the selected candidate will participate in tier one and two production support operations and be responsible for supporting customers at all levels, including the executive level, with their hardware, software, networking, storage, and security needs in a complex computing environment.


This is a two-year term-limited position with the potential for renewal at the conclusion of the appointment.


This role requires a positive attitude, a drive to focus and produce results, and the ability to work independently to provide excellent customer service and effectively manage customer relationships in a constantly changing and evolving environment.

This position will report to the Service Center Support Supervisor, who is responsible for supporting various departments across campus.


For more information about the department of ITS, please visit our website: https://umdearborn.edu/offices/information-technology-services


Responsibilities*
As a Service Center team member in the ITS organization at the University of Michigan-Dearborn, this position?s key responsibilities include but are not limited to the following:


Provide Tier 1 Support:

Deliver phone, chat, and in-person technical support for daily campus technology operations.
Follow procedures to install, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, workstations, printers, wireless devices, handheld devices, network and port configurations, and peripherals.
Collaborate with team members and other technical staff, and promote IT services and upcoming changes.

Monitor Systems and tickets:

Actively monitor systems for availability, error conditions, adequate space allocation, backup integrity, and performance.
Manage existing tickets in the Service Desk queue, ensuring customers are informed of progress towards resolution.

Audio/Visual Support:

Lead AV training sessions to ensure staff proficiency with AV equipment and software.
As the AV Documentation Specialist, create and maintain comprehensive guides and manuals.
Provide technical expertise and support for multiple AV projects, and participate in team meetings to discuss ongoing strategies.
Monitor AV tickets, investigate issues, and provide timely resolutions.
Set up and manage AV equipment for events and meetings, collaborating with other departments to meet AV needs.

Coordinate Incident Resolution:

Work with team members and other support groups to resolve incidents and requests within service level expectations.
Use service management tools to update and capture meaningful information, establishing standards and metrics for future incident and request resolutions.

Collaborate and Improve Systems:

Partner with team members and customers to develop, design, implement, and continuously improve systems.
Write technical knowledge base articles for both internal and external audiences.
Foster cooperation and customer relationships by coordinating with customers, Unit IT, and other technical staff for operational and project work.

Manage Multiple Tasks:

Handle multiple tasks simultaneously, prioritizing assignments, appointments, and meetings to ensure timely completion of work.
Resolve issues involving multiple components (e.g., hardware, operating systems, applications, and network) and understand the service bundle (e.g., file storage, security).
Proactively identify and resolve problems, seeking assistance after exhausting all Tier 1 options, and communicate issues impacting the university.
Participate in processes supporting change.

Enhance Hardware, Software, and Services:

Identify gaps in established procedures and recommend improvements.

Train New Service Desk staff:

Provide comprehensive training to new student workers on handling calls, chats, and tickets. This includes teaching effective communication techniques, troubleshooting procedures, and proper documentation practices to ensure consistent and high-quality support.
Required Qualifications*
Degree in computer science or a related field, or equivalent combination of education, certification, and experience.
Minimum of one year experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and layered software.
Familiarity with some or all of the following technologies: Windows 10/11, macOS 11.x+ (Big Sur and later), Microsoft Office 365, browsers, local account management, scripting, software installs and removals, registry, command line, Service Desk ticket systems, remote support, and system management tools.
Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause analysis and service restoration (such as backup, restore, failover, log interpretation, and performance monitoring) for at least one of the following platforms/systems: Windows or Mac.
Familiarity with current computer technology and applications